MICROS_CUSTOMER_SUPPORT_02282013.pdf

Published on May 2016 | Categories: Types, Brochures | Downloads: 58 | Comments: 0 | Views: 463
of 41
Download PDF   Embed   Report

Micros POS Machine Brochures

Comments

Content

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

Customer Support User’s Guide
Services Overview

MICROS Systems, Inc.

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

Welcome to MICROS Customer Support!
This document, the MICROS Customer Support User’s Guide, provides an introduction to MICROS Customer Support and explains the processes and procedures used to ensure delivery of the highest levels of support and service. At MICROS we understand the demands and pressures of the hospitality industry and we know that your success depends on how effectively you can put our products and services to work. Sharing information, being responsive as well as accessible, and working through problems and solutions together are part of our commitment to providing you with an effective, comprehensive support solution. Thank you for taking the time to review this information. If you have any questions, comments, or concerns please feel free to contact me directly. Sincerely,

Eric D. Seaman Vice President, Customer Support MICROS Systems, Inc. 443-285-6704 [email protected]

1

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

Contents
Global Presence Global & Regional Support Locations North America Tools Used by MICROS Customer Support Self Service US Help Desk Support How to Submit a Support Request Case Priority Response and Resolution Times Contacting Support Management Scope of Support Customer Bill of Rights Field Service and Hardware Support Contact Us My Site Information Additional Information 3 3 4 5 6 7 11 12 15 16 22 27 30 37 38 39

2

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

MICROS is a Global Company
We have built a global service network that supports products installed and being used in customer sites on all seven continents. MICROS provides help desk support and POS hardware maintenance services directly, and indirectly via a combination of authorized dealers and international distributors, in over 130 different countries around the world.

• •


Galway, Ireland Neuss, Germany



Columbia, MD

6 Regional Support Centers 208 Local Support Centers • 116 in NA • 56 in EAME • 16 in AP • 20 in LNAM Serving 130+ Countries Handling 1,500,000+ Support Requests Annually

Singapore

Sydney, Australia

Buenos Aires

3

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

North America
Support services for customers located in the U.S., Canada, and parts of the Caribbean are delivered through the North American Support Center located at our corporate headquarters in Columbia, MD. On-Site POS hardware maintenance services are provided through the MICROS Field Service Network comprised of 26 regional MICROS offices and more than 60 field service and distribution partner locations.

4

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

Support Requests
All interaction between MICROS Customer Support and our customers is documented in a ‘case’ created in our Clarify® call tracking system. Each case is identified by a unique Case ID Number associated with a specific customer location and customer contact. The Case ID Number can be used at anytime by customers and MICROS staff to access the details and history of your support requests. All activity is documented in the support case including incoming and outgoing phone calls, fax, Self Service activity, and emails.

MICROS North American Customer Support center handles more than 1 Million incoming calls and provides support to over 40,000 customer locations each year.

Telephone Support
When accessing the MICROS Support Center via telephone you will be prompted to enter your site’s main phone number. This is the main phone number of the customer location for which you would like to receive support. Upon entering the site main phone number our sophisticated call routing system will perform a lookup into our issue tracking system to identify what site it is you are calling from. Based on this information your call will be automatically routed to the appropriate support group. The option to enter a case number associated with an existing support request is also available. If this option is selected your call will be automatically routed to the support analyst assigned to your case. Our telephone system also provides the ability to leave a voice mail message. If this option is selected, your message will be routed in the same manner as a live call and will be answered in the order it was received. Upon receiving your message a case will be created and an agent will return your call within the following 60 minutes.

5

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

MICROS Self Service (Web Support)
MICROS Customer Support provides an easy to use web based interface to our Clarify call tracking system that can be accessed through your favorite internet browser by navigating to www.micros.com and clicking on Support Services. Access is controlled via login and password and customers can only access cases and sites that belong to them. To request access to MICROS Self Service please contact your Account Manager or Sales Executive. Using our Self Service option customers can create new support requests, review and update existing support requests, add attachments to and close existing support requests.

6

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

US Help Desk Support
Support services for customers located in the U.S., Canada, and parts of the Caribbean are delivered through the North American Support Center located at our corporate headquarters in Columbia, MD. We support a wide range of customers including Hotels, Casinos, Cruise Ships, Table Service and Quick Service Restaurants, Ball Parks and Stadiums, Theme Parks and Convention Centers. Staffed by ~300 product and industry specialists, the MICROS Customer Support Center provides multi-tiered software support and field service dispatch services to over 60,000 callers each month.

7

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

Support Request Handling
The MICROS Customer Support center is made up of separate teams dedicated to supporting specific products and providing specific services. Each team is made up of a Level One or Frontline group and a Level Two or Back Line group. The Level One group is responsible for answering your call in a timely manner, documenting the details of your support request and attempting resolution within a reasonable amount of time. If required, your support request may be escalated to a Level Two analyst based on a variety of reasons including severity, time, and skill set required to resolve the support request. Each group is managed by a dedicated manager as well as one or more supervisors. The Level Three support groups accept case escalations from the Level 2 groups only. Level 3 support is not directly accessible by customers. Cases escalated to Level 3 typically relate to issues requiring the assist of Quality Assurance or Product Development resources. Service Level resolution time goals are suspended on cases that are escalated to the Level 3 support groups. Throughout the life-cycle of a support request, and no matter which group, department, or office a case has been assigned to, visibility on case detail is always available.

8

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

Customer Support Services
With the purchase of MICROS maintenance plans, you have access to a wide range of service options and resources developed specifically to meet the requirements of the hospitality industry. Our maintenance options provide you with easy to use, effective support programs that enable you to get the most from your investment in MICROS. Some of the maintenance options provided by MICROS include: • 24 x 7 Product Support • 24 x 7 Hardware Dispatch • Professional Services Support • Programming Desk • Level-Two Only Support
See your Sales Executive/Account Manager for more details on purchasing these and other support options.

Our Mission Statement To Provide Reliable, Competitive Support and On Site Service Globally.

Contacting MICROS Customer Support MICROS Customer Support provides software and hardware support services 24 hours a day, 365 days per year including holidays. Maintenance customers can access our support services via: Telephone Internet 800-937-2211 http://www.micros.com/support

Hours of Operation The MICROS Customer Support Center is staffed 24 hours a day, every day of the year. Most products are supported on a 24x7 basis however, support for some products is available only between 8am and 5pm Eastern Monday through Friday, excluding holidays:

Sales and Catering Back Office PMS Interface Support

Food & Beverage MICROS Professional Services Products myInventory

Availability and hours of coverage may vary based on type of maintenance plan purchased.

9

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

Before You Call
Using MICROS Customer Support is as easy as picking up the phone or logging in to our Self Service web site. However, there are a few things you should know before you contact us. The following guidelines will help you make the most effective use of MICROS Support services and will assist us in getting to as speedy and accurate resolution as possible to your support request.



 Verify that the problem is actually related to the MICROS software or hardware. MICROS
products operate in software and hardware environment of varying complexity, you need to eliminate the possibility that the problem resides with another vendor’s product such as your network or operating system. The problem may be with your network, power, third party software or interfaces. MICROS does not provide support for non-MICROS products although if necessary, we will work with you and your third party vendor to track down the problem. •

 Verify that you are working with a current and supported version of MICROS software. If the
version of software you are using is no longer supported, you may need to upgrade to a more current version to address the problem.



 Attempt to reproduce the problem to ensure that it isn’t just a simple error or misstep.  Collect as much information about the problem as possible. Details such as error messages,
specific behavior, steps taken before seeing the problem, or symptoms are very useful in determining the cause of reported issues. Having this information early on in the support cycle reduces the amount of time required to resolve reported issues.

 Review all relevant documentation including the manuals provided with your product(s) and
online help if available.

More than 40% of all software support requests are “How To” questions for which answers can be found in standard product documentation. About 20% of all support requests are the result of users not following correct operating procedures. Using non-dedicated electrical outlets to power MICROS hardware can result in permanent damage to equipment and may require repairs not covered under your maintenance contract.

 Utilize tools available in most MICROS products such as the Audit tools to determine what, if
any, changes were made prior to the reported problem appearing. In addition, most MICROS products provide context sensitive help that can be accessed by right-clicking on the area of the application or specific field related to your question.

10

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

How to Submit a Support Request
To submit a support request with the MICROS Support Center simply call using our toll free number (800937-2211) or log in to the Self Service section of www.micros.com. If using our phone option, a support analyst will create a case for you in our call tracking system where all details relative to the specific support request will be documented. If using our Self Service option you will be responsible for ensuring that all relevant detail is provided. Once a Self Service case has been created, you will receive an email containing the details of your support request including the assigned Case ID Number. In addition, a support analyst will respond within one hour confirming that the case has been received and to gather any additional information that may be needed. Upon creation of a case to document your support request, a ‘priority’ will be assigned to your case. The priority assigned is used to determine how the Support Center will respond to the customer if the request is not resolved on the first call, and the amount of time in which it is expected to take before it is resolved. All service level goals and measurements are based on the priority assigned to each case.

• Support Requests submitted on line will be responded to within one hour of receipt. • The Priority assigned to a case relates to how quickly we will respond and resolve the reported issue. • Our goal is to resolve 85% of all cases within the priority based resolution time goals.

11

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

Application Case Priorities
The following guidelines are used by Support Analysts to determine the appropriate Priority level for each issue received by the Support Center. Customer Support will be responsible for making the final decision regarding priority level based on the information collected from the caller.
Priority Level P1 Description Major System Disruption Examples A major disruption in business-critical system operability or functionality, server crash or total system failure A severe disruption in business-critical functionality that does not impact the entire system such as: Significant number of workstations/terminals unable to perform or post transactions Loss of ability to perform payment functions Total Loss of reporting (local or centralized) Loss of all printing Failure to reset totals or complete EOD/SOD/Night Audit A minor disruption in operability or functionality that does not impact the entire system such as: Timekeeping issues Isolated printing failure Isolated workstation/terminal failure Programming or configuration related questions Questions relating to functionality, operability Formatting or cosmetic problems Billable remote support or significant programming or configuration assistance requiring scheduling of dedicated support resources Any non-covered or out-of-scope issue.

P2

Severe System Disruption

P3

Single Function Failure

P4

Minor/Procedural issue or question

P5

Customization/Programming

12

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

eBusiness Case Priorities
Priority Level P1 Description Examples A Major disruption in business-critical system operability or functionality, or a location that is not posting any data or has not posted data in Several days. Unresponsive or unavailable ordering page. A severe disruption in business-critical functionality such as: Reposting for a given date or range of dates A error within the portal that is preventing the customer from doing any function within the MyMicros portal. Very slow page or image loading Inaccessible tools interface A Minor disruption in operability or functionality that does not impact the entire system such as: MyMicros unable to review one report within the portal Password resets Icare loyalty program that is not functioning or has stopped working. Inaccessible eCommerce report Programming or configuration related questions Questions relating to functionality or operability Formatting or cosmetic problems Malfunction configuration feature such as copy Configuration assistance requiring scheduling or dedicated support resources Any non-covered or out of scope issue Billable remote support or significant programming

Major System Disruption

P2

Severe System Disruption

P3

Single Function Failure

P4

Minor/Procedural issue or question

P5

Customization/Programming

13

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

When to Submit a Support Request
In most cases a support request should be submitted when you: • Are looking for guidance relating to the correct use of a MICROS product or feature • Are looking for clarification on a specific documented feature • Require assistance with trouble-shooting an issue when you are experiencing unexpected behavior • Need to reproduce potential MICROS product errors and receive alternative solutions until the problem can be corrected You may be referred to your MICROS Account Representative if, for example, your issue: • Requires remotely performed programming and/or configuration assistance • Is associated with a request for any specific customizations or custom applications • Is related to the installation, activation, or configuration of new features or extended functionality • Requires scheduling of on-site resources to complete programming or activation of new features • Involves a request for additional training for you or your staff • Involves a request for software upgrade, Service Pack installation or other implementation services • Is related to questions concerning project invoices, maintenance coverage options, or other account management related issues If you are uncertain of whether your issue should be logged as a service request, or if it requires assistance from your MICROS Account Representative, a MICROS Support Analyst can help determine how best to handle your request. MICROS Support can only be as effective as the partnership we create with our customers. Without a commitment of assistance and cooperation from you, support requests cannot be addressed effectively. In order for this partnership to be successful, it is essential that the appropriate level of expertise and assistance be provided when working on support requests.



Need documentation? MICROS Customer Support will be happy to provide you with copies of standard product manuals and documentation.

14

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

Response and Resolution Times
While we attempt to resolve most support requests during initial customer contact some issues require additional time to research or require the assistance of more senior level support analysts. In these cases, the amount of time we expect to respond to and resolve your reported issue is dictated by the priority assigned to your case. The following guidelines are used to determine the maximum amount of time before work is to begin on a case and the duration of time that a case is expected to remain open:
Priority Level P1 P2 P3 P4 P5 Response Time Goal Immediate/1st Available 2 Hours 4 Hours 24 Hours 24 Hours Resolution Time Goal 2 hours 12 hours 48 hours 3 days 10 days



MICROS provides reporting for Major Account customers showing details on frequencies, volumes, trends, and service level adherence. For more information, please contact your Account Manager or Sales Representative.

From time to time it may become necessary to suspend or lower the response or resolution time goals on a specific case. Some situations that can result in suspension of resolution time tracking may include: • Tasks requiring additional information from a servicing agent, customer, or third party • Situations that require remaining in a monitoring state for an extended period of time • Escalation to Level 3 Support or R&D for further research • Programming or consultative issues that require the scheduling of resources not normally available in the Support Center • Support requests for items outside the scope of the Support Center • Feature enhancement or development requests • The appropriate customer resources cannot be allocated to assist with the reported issue as required

15

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

Contacting Support Management
The following processes should be used by current MICROS Support customers at anytime where the level of support being received on an existing case does not meet your expectations. Please note that a valid case number of an existing support request is required before escalations through this process will be accepted. To report a new issue, please follow the procedures for submitting a new support request. If escalation to support management is needed during normal business hours (Monday – Friday, 8am to 5pm Eastern), please contact the appropriate Product Support Group Manager as outlined below. Each manager can be reached via the email listed or via the phone number provided. Product Support Group
Simphony 9700, SM9700, Guest Conn. RES3000, 3700, e7 Hardware Dispatch Subway SubShop 2000 eBusiness Products Legacy Fidelio Products Opera & Opera S&C





Email Address
[email protected] Support_L&[email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected]

Direct Phone Ext.
443-285-6145 443-285-6145 443-285-6945 443-285-6757 443-285-6757 443-285-6609 443-285-6776 443-285-6776



A “Manager on Duty” is available 24 hours a day every day of the year. Manager emails will be responded to within one hour if received during normal business hours. Please utilize the MOD for after-hours escalation needs.

If you have an existing case that you feel needs to be escalated to a manager outside normal business hours, an after-hours “Manager on Duty” (MOD) is always available. The MOD will review and triage the escalation request with you and if necessary, escalate the call to the appropriate product support or service group to ensure proper handling of your support request. To contact the Manager on Duty, simply dial 443-285-8184 and follow the prompts provided.

16

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

Resolution
MICROS expects to resolve your support request quickly and with the highest quality. MICROS also strives to receive direct confirmation from you that your support request has been adequately addressed. The following is a list of reasons that would constitute resolution to a support request: • Confirmation is made directly by you or your staff that the support request has been adequately addressed or that the support request can be closed • The support request is determined to be related to third party software or hardware and you confirm that the issue will be moved to the third party • The support request is not related to MICROS application or hardware and you confirm understanding of such • A workaround or alternative steps are provided and accepted by you that will achieve similarly expected results • The support requests results in the identification of a product defect • The support request results in the identification of an Enhancement Request or requires a change in existing product functionality



• •

Even though a case may be closed, we still have visibility on the details of the case and any work performed on the reported issue. Cases can be reopened if necessary. In most cases, a case will not be closed without direct confirmation from the case contact that the support request has been satisfied.

• No response from the case contact after three attempts to contact them directly by phone over a period of three business days

17

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

Reopening Closed Cases
It is possible to reopen a previously closed case and from time to time the need for this may arise. A case may be reopened under one or more of the following conditions:

• Any case where an issue is deemed to have not been fully resolved • Any case where acceptance of resolution has not been given by the customer • Any case where the same issue originally reported recurs within a 48 hour period

No Response
If we have requested additional information from you to assist in the resolution of your support request but have not heard from you, we will attempt to contact you three times over a period of three business days. If by the third attempt we do not receive a response, your case will be closed within the following 24 hours.

18

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

Support Programs
MICROS offers several different types of Software Support products to its Major Account and District customers. Support is currently sold as a flat-rate, annual contract or as “packs” of cases where one case is deducted for each support request. Please see your Account Manager or account contact for more information on how support programs can be purchased from MICROS.



24 Hour Help Desk (Software) Support
Basic Help Desk coverage is available 24 hours/day, seven days/week including Holidays as detailed in the section titled “What is Supported”. This coverage is available to those customers who have purchased traditional Help Desk support, Case Packs, or have arranged to purchase Help Desk support on a per-call basis for all supported products.



Software Enhancement License (SEL) [POS Only]
With a subscription to the MICROS SEL program customers utilizing MICROS products can receive patch, software enhancement, or service pack installation media at discounted rates. The SEL program does not cover costs associated with installation. Please contact your MICROS Account Representative for more information.



Software Recovery [POS Only]
A MICROS Software Recovery contract provides on-site performance of or assistance with the recovery or reloading of MICROS data file backups, application software, required (licensed) operating system(s), and/or Point of Sale databases as necessary to return the covered products to an operational state in the event of catastrophic failure. Software Recovery services apply only to MICROS application software, database, and required operating systems that have been purchased through MICROS and are currently licensed with their respective vendor/manufacturer.
NOTE: Each customer is responsible for the care and safe storage of their data file backups and application or operating system installation media and licensing information. MICROS and/or its affiliates are not responsible in the event that current or valid backups are unavailable. In the event that backup files are unavailable, additional costs may be incurred by the customer related to system or data recovery.

The availability of current system, application, and database backups is critical to the successful recovery from system failure. Safeguard your software! Keep your operating system, application, and third party software installation media and license or activation codes in a safe and secure location. Perform routine validations of your backup processes!

19

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

Preventive Maintenance
Preventative Maintenance Services are not included in the standard maintenance plans. If desired, MICROS customers can request a separate Preventative Maintenance quote.



Credit Card Application Support
Credit Card Application Telephone Support is an add-on support package that includes support for questions and items related to the Credit Card module of MICROS applications or products. Credit Card support is available 24 hours per day, 7 days per week via the MICROS Support Center for customers that have purchased this coverage. All requests for Credit Card support are accepted either directly from the customer or through an authorized MICROS Service Agent. MICROS Help Desk will follow a series of troubleshooting steps to identify and resolve the reported issue. If needed, MICROS may utilize the services of a third party service partner who will act on behalf of the MICROS Support Center and continue to work on the issue until resolved.

Contact your account or sales representative for more details on the various support programs MICROS offers and what combination of services provides the best value and coverage for your operation.

Professional Services Support
MICROS provides support for custom applications, features, and functionality developed by the MICROS Professional Services Group. Support for these items is available during normal business hours (Monday through Friday, 8am to 5pm Eastern excluding Holidays) by contacting the MICROS Customer Support Center. Customers requesting support for Professional Services products must be covered under a current Professional Services Support contract or purchase support at the time of the support request via credit card.

20

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

Support for Customers with Their Own Help Desks
For customers who maintain their own help desk or contract with a 3 rd party for first level help desk and wish to utilize the MICROS Support Center for escalation and 2nd level support, MICROS will provide a discounted support program that provides this type of coverage. (Discounted support programs are not available to customers who purchase case pack or per incident support.) In order to qualify for this program, the customer must maintain their first or third party help desk with trained and qualified staff, take all first calls from their locations, make a reasonable attempt to identify and resolve all first calls and then act as a single point of contact with the MICROS Support Center for calls that are escalated to MICROS. Additionally all sites calling the customer or third party helpdesk must purchase MICROS fixed fee unlimited call helpdesk support. Level One issues that should be resolved without having to contact the MICROS Support Center include basic programming questions, procedural questions/issues, operational questions/issues, basic operating system or network issues as well as issues related to 3 rd party or customer specific software or hardware. Other first level issues include those where an explanation or resolution can be found in any of the various product specific manuals normally written or otherwise provided by MICROS. Advanced Support customers may have their discount reduced for their subsequent term(s) or be reverted to a Standard Help Desk offering if they fail to provide reasonable first level support and/or if an excessive amount of escalations to the MICROS Support Center result in front line resolutions. Standard response and resolution times do not apply to Advanced Support customers due to the complexity of issues that are typically reported by customers that provide their own first level support; longer resolution times can be expected. Resolution time goals for issues reported by a customer’s front line help desk are as follows:
Priority Level P1 P2 P3 P4 P5 Response Time
Resolution Time Goal

Immediate/1st Available 2 Hours 4 Hours 24 Hours 24 Hours

12 hours 24 hours 72 hours 10 days NA

21

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

Scope of Support
When is Support Available
MICROS products are typically supported on a 24-hour, 365 day/year basis including Holidays. Exceptions include products previously defined under “Hours of Operations” or other items defined on customer specific service proposals or contracts.

Who is Supported
MICROS Customer Support is available to those customers who are covered under a valid and current Help Desk Support Agreement. Help Desk support is available to the Customer and their direct employees provided the customer is not in default under any of its agreements with MICROS. MICROS does not provide Help Desk support to 3rd Party vendors or service providers not certified and approved by MICROS.

What is Supported
MICROS provides first and second level support (as specified in the Service Contract) for properly licensed MICROS applications and various 3rd party software sold by MICROS. Not all 3rd party software is supported by MICROS; please contact your account representative for further details if required. Support for hardware is only available for those customers that have purchased Hardware Maintenance Services.

Support for Older Versions of Software
MICROS Customer Support will provide support for current versions of MICROS software products as well as versions of current products not to exceed two (2) previous major release versions. MICROS will provide support for older software in line with market conditions and will provide fixes in current versions of software only. Support of and fixes for older versions of software are done at the discretion of MICROS Systems, Inc.

22

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

MICROS Application Support
MICROS Customer Support will provide assistance via telephone, email, and/or remote connection for properly licensed MICROS products and applications installed at customer locations covered by a current and valid maintenance agreement. The following section provides an overview of specific types of support requests that are/are not covered under standard MICROS support agreements. This section is not meant to provide a complete list of items supported or not-supported. Please see the MICROS Maintenance Terms & Conditions document available at www.micros.com for more detail. Assistance with items listed below as “Not Covered” or additional questions as to what is covered/not-covered can be provided by your MICROS account representative. Items Covered • Resolution or explanation of MICROS application generated error messages • Assistance with user problems that occur during normal operation • Guidance with procedural and system capability questions • Assistance with basic or day-to-day application programming steps or questions • Guidance with database or application backup restoration • Researching and reporting MICROS software or application defects to R&D • Assistance with the identification of programming changes that may need to be performed by the customer to correct reporting or functionality issues • Reprinting of current day’s reports and journals

23

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

MICROS Application Support (continued)
Not Covered • Remote programming changes to database files to meet requirements not specified in installation site survey • Guidance or assistance with substantial or extensive application programming steps • Remote resolution of problems resulting from changes to the database performed by, or an agent of, the customer • Balancing of MICROS Standard or Custom reports or the identification of areas where a reporting imbalance may exist within a report • Training performed on site or over the phone • Installation of new modules requiring an activation code • The cost of application upgrades, service packs, or patch releases • Distribution, Upload or Installation of Feature Release Version Upgrades or patch releases. • Installation of MICROS applications, release supplements, service packs or hot-fixes • Restoration of application or database backups • Reprinting reports and journals from archive • Issues corrected in later software releases, patch releases, or release supplements that can be corrected by the installation of appropriate patch release or release supplement • Rebuilding of database tables, totals files, re-posting of totals, or any manual manipulation of database files • Re-posting of any sales totals, including credit card sales • User Account Management or Password Maintenance

In some instances support requests relating to items listed as “Not Covered” can be provided on a Time and Materials basis. See page 26 for more information on T&M support.

24

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

Programming Requests
Charges for the development and implementation of program or database modifications are not included in the standard MICROS Major Account Maintenance Agreement. MICROS Implementation Services quotes programming services for MICROS customers on an individual case-by-case basis. Database modifications should not be confused with Software Recovery services. Software Recovery services are defined as the on-site performance or assistance with the recovery or reloading of MICROS data file backups, applications software, required operating systems, and/or Point-of-Sale databases as necessary to make the covered products operational again in the event of failure. Software recovery services apply only to MICROS applications software, databases, and required operating systems, and not to any other software products (unless otherwise directed by MICROS). For MICROS Pointof-Sale terminals or System Units, software recovery services are included with the annual maintenance agreement fees and commissions. For personal computers (PCs), MICROS offers both hardware service and software recovery service as two separate service products. If the customer has opted to purchase both PC hardware and software recovery services, then recovery services are covered. If in doubt as to the specific coverage that has been purchased, please contact your account representative. The customer is responsible for primary care and storage of backup files and application software installation media. MICROS and its Servicing Agents are not responsible in the event that the customer fails to maintain current data file backups. In the event that required installation media for Operating System or application software is unavailable, replacement software can be purchased from MICROS.

25

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

Feature Enhancements, Product Defects, and Development Requests
During the normal course of handling your support request, it may become necessary to escalate to a MICROS Product Development (R&D) group. This can be done for a number of reasons including:

The support request is the result of a newly identified product defect The support request is the result of a documentation error The support request requires an expertise beyond that typically staffed in the Support Center
Upon escalation of your support request, a specialist will contact you to provide a status on your request as well as provide details on how the request will be handled moving forward. In some cases that involve development requests your support request will be closed and you will be referred to your account representative. For example, if your support request involves any of the following you will be referred to your account representative for further assistance: • A request for features or functionality not currently available in the specific product • A known product defect or error that is corrected in a later version or product release • A request for the development of custom applications built to address specific customer business requirements • Other requests not related to newly identified product defects or errors requiring development resources If you are uncertain of whether your issue requires the assistance of a product development resource, or if it requires assistance from your MICROS Account Representative, a MICROS Support Analyst can help determine how best to handle your issue.

26

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

Time and Materials Charges for Non-Covered Customers
MICROS Customer Support will accept Visa or Master Card from any customer for Time and Materials (T&M) billable support. After verifying and charging your credit card over the telephone, MICROS will provide the requested support. The charge for T&M support is $275.00 for each support request. Priority assignments on T&M cases are made at the discretion of MICROS Customer Support. The scheduling of Time & Materials work to be performed is dependent on availability of required support resources and existing support workload. Customers covered under an annual Support Agreement are given top priority.

MICROS Accepts all Major Credit cards as a form of payment for Time and Materials based support.

Customer Bill of Rights Communication
You have the right to be communicated with honestly and with timeliness, with the ability to contact a member of our management team at any time.

Attitude
You have the right to courteous, professional, and helpful treatment at all times, with a genuine concern for your time.

Reliability
You have the right to expect our products and services to be of high quality, and for us to keep our promises to you.

Empathy
You have the right to expect our team to show empathy and to act with concern should you experience difficulties with any of our products or services.

27

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

Simphony Application Support
The purpose of this section is to provide guidelines for customers using the Simphony POS solution in either a MICROS hosted or self-hosted environment. This section should be used by customers when contacting Customer Support to ask a question or report a problem with their Simphony system. This section contains information that is specific to Simphony environments and does not pertain to any other version of MICROS software. • Verify that the problem is actually related to the MICROS software or hardware. MICROS products operate in software and hardware environments of varying complexity, you need to eliminate the possibility that the problem resides with another vendor’s product such as your network or operating system. The problem may be with your network, power, third party software or interfaces. MICROS does not provide support for non-MICROS products although when necessary, we will work with your third party vendor to track down the problem. •Verify that you have access to EMC(Enterprise Management Console) and the MyMicros reporting website with valid login credentials (Username & Password). If the problem requires a MICROS support analyst to assist with configuration or programming, it may be necessary for them to access certain modules within the EMC. If the problem requires review or comparison of reports it may be necessary for the support analyst to access the MyMicros website. There should be someone at your site who acts as a “Property Expert”, providing sufficient access to the necessary modules within EMC and MyMicros. MICROS customer Support does not store usernames or passwords and a Support Analyst will connect directly to your property using Bomgar remote support and will require the caller to provide user credentials.

28

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

Simphony Application Support (continued)
•Attempt to reproduce the problem to ensure that it is not just a simple procedural error or misstep. •Collect as much information about the problem as possible. Details such as error messages, specific behavior, steps taken before seeing the problem, or symptoms are very useful in determining the cause of reported issues, having this information early in the support cycle reduces the amount of time required to resolve reported issues. •Review all relevant documentation including manuals provided with your products and online help. •Case Stamp – Below is an example of a case stamp used by the Simphony support analysts. This will be the minimum information requested from you during the initial call. •Site Name: •Contact Name: •Site / Contact Phone#: •Contact email Address: •MICROS hosted or Self Hosted: •Version / Service Pack / Patch: •Recent Upgrades / Installs / Changes to the environment? •If Yes When? •Description of Issue: •Steps to recreate errors:

29

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

The MICROS Field Service Network
On-Site hardware maintenance and repair services for MICROS POS products are delivered through the MICROS Field Service Network comprised of 26 direct offices and over 60 authorized MICROS dealers throughout the US, Canada, and the Caribbean.

30

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

Service Agent Dispatch
Support requests that require on-site POS hardware services come into the MICROS Customer Support Center and are handled by the MICROS Hardware Support Group. Upon receipt of a case by the Hardware Support Group, a hardware specialist will validate the reported issue, verify contract coverage, and dispatch to the local service office assigned to the customer location. The service office receiving the dispatch will quickly assign the case to an available service agent before contacting the customer to provide an estimated on-site arrival time. This initial call back is expected to be done within one hour of the service office’s receipt of the dispatch. On-Site arrival time goals are dictated by the distance the customer location is from the service office and the priority of the dispatched case. Customer locations are classified using “Zones” that represent the distance in miles from the service office.

NOTE: There are no On-Site Response Time Guidelines for sites outside of Zone 3. All service outside of Zone 3 is provided on a “reasonable efforts” basis.

Service Zone
1
30 MILES 0 MILES

2
75 MILES

3

4

5

6

7

8

Distance from MICROS Service Facility to Customer Location

125 MILES

175 MILES

225 MILES

275 MILES

325 MILES

375 MILES

31

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

On Site Arrival Goals
“Response Time” is defined as the continuous elapsed time from the time of the MICROS request for on -site POS maintenance services (dispatch), to the arrival time of Service Agent at the Covered Location, excluding any elapsed time taking place outside of the contracted coverage hours. If the On-Site Response Time compliance would require repair after the contracted maintenance period, the Customer shall have the option of receiving service within the Response Time guidelines on the following contracted day, or they may request Out-of-Scope Services. MICROS acknowledges that a Customer may request an Estimated Time-of-Arrival (“ETA”) that is minimally intrusive to its operation or that is outside the guaranteed Response Times guidelines. In any such event, MICROS will attempt to comply with the Customer’s wishes. If a Customer requested ETA is outside the guaranteed Response Times Guidelines defined herein, MICROS will disregard that service call when calculating the compliance of On-Site Response.
PRIORITY Priority 1 Priority 2 Priority 3 Priority 4 Priority 5 ZONE 1 3 Hours 4 Hours 8 Hours 12 Hours N/A ZONE 2 4 Hours 6 Hours 12 Hours 16 Hours N/A ZONE 3 6 Hours 8 Hours 16 Hours 24 Hours N/A



MICROS provides reporting for Major Account customers showing details on frequencies, volumes, trends, and service level adherence. For more information, please contact your Account Manager or Sales Representative.

32

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

Hardware Maintenance Plans
MICROS offers a number of different post-warranty POS hardware maintenance programs to its customers. Each program is sold on an annual pre-paid basis and is priced based on hours of coverage, type of coverage, and covered equipment.

On-Site Maintenance Options
MICROS offers three different plans for customers choosing on-site coverage for their POS hardware: Basic, Extended and 7 x 24. While these three plans offer different hours of coverage, the Response Times, Call Priorities, Zones and Repair Times are the same regardless of the plan chosen. Additionally, if contract customers have a problem outside their coverage hours, and wish to have service outside the contracted hours of coverage, they can request a Time & Materials response during these non-covered hours. The three standard contract hours of coverage are shown below: • Basic Coverage Plan – 9am to 5pm Monday thru Friday • Extended Coverage Plan – 9am to 10pm 365 Days/Year, including Holidays • 24 Hour Coverage Plan – 24x7, 365 Days/Year
Holidays: New Years Day, Martin Luther King Jr. Birthday, Presidents Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving Day, Christmas Day

On-Site hardware maintenance and repair services for MICROS POS products are delivered through the MICROS Field Service Network comprised of 26 direct offices and over 60 authorized MICROS dealers throughout the US, Canada, and the Caribbean.

All POS Hardware Maintenance Services include Central Dispatch from the MICROS Customer Support Center. This benefit provides the customer with one central 800 number to call for support. Customers can call 1800-937-2211, 24 hours a day/seven days per week to request service. The MICROS Customer Support Center will create a case and record pertinent call information including entitlement and hours-of-coverage. After creating the case and attempting to triage call, the Customer Support Center will dispatch the call to the local MICROS Service Agent.

33

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

Depot Maintenance Plans
For customers that wish to handle the replacement of their own POS equipment, MICROS offers a number of Depot Maintenance options.

Local Depot Coverage MICROS offers a depot maintenance option where the customer purchases an initial stock of Spare POS Depot Products used to back-up the MICROS POS products covered at the customer site under the Local Depot program. The Customer will replace the malfunctioning Local Depot product with a like product from their Spare Depot Stock and then contact the MICROS Customer Support Center to request equipment repair. The MICROS Customer Support Center will notify the assigned MICROS Service Agent of the imminent shipment of the defective product from the Customer. The Customer will ship the malfunctioning Local Depot Product, (freight prepaid, in its original shipping container), to the assigned MICROS Service Agent for repairs or replacement. Upon receipt of the Customer’s malfunctioning product, the MICROS Service Agent will, at its discretion, either replace the malfunctioning product with a like, new, or refurbished product, or repair the malfunctioning product. In either case, the MICROS Service Agent will ship the repaired or replacement product back to Customer (freight paid) with enough lead time to achieve the standard ten (10) business day turnaround time commencing from MICROS’ receipt of the malfunctioning product.

34

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

Spare-in-the-Air Depot
Under the Spare-In-The-Air Depot option, the Customer does not need to purchase spare products. If a POS hardware product covered under this Depot plan malfunctions at any of the Customer locations, the Customer will place a call to the MICROS Support Center to request a spare product be shipped overnight to the customer location. MICROS will overnight express a replacement spare product to the site at MICROS’ expense. The Customer’s personnel at the specific location would de-install the malfunctioning product and install the replacement product with assistance from the Customer’s Corporate Office or the MICROS Support Center. The Customer will then pack the equipment in the shipping container and ship the failed product back to our designated location via a call tag issued by MICROS. All products returned to MICROS are repaired and become the property of MICROS. The intent of this program is to provide same-day shipment of replacement products. To receive same-day shipping and next day delivery, requests must be made during the hours of Monday – Friday 8:00 a.m. – 6:00 p.m. For Saturday requests made before 11:00 a.m., shipments are delivered on Monday. Requests made after 11:00 a.m. on Saturday are treated as being received on Monday, and will ship on Monday, for Tuesday delivery. All times are shown in Eastern Standard Time.

35

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

POS Depot (POSDepot.com)
POSdepot.com is the premier online company for discounted POS supplies and products. We offer quality merchandise for the hospitality industry including various credit card printer supplies. Best of all, we specialize in quick order turnaround and prompt shipment. If you don’t find what you are looking for, please E-mail us at [email protected] or fax us at 443-285-0375. Our customers rely on the convenience and reliability of POSdepot.com. Try us, and you will, too!

Check out POSDepot.com today for all of your Point of Sale supplies and accessories including : • Ribbons • Paper • Mag Cards • Cash Drawer Parts • Tills • Keys • Cables • Power Supplies • Replacement Parts • And MORE!

36

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

Contact Us
MICROS Customer Support Center 800# MICROS Customer Support Web Support
MICROS Customer Support Manager on Duty
(24 x 7, 365 days/year)



800-937-2211
http://www.micros.com 443-285-8184 866.287.4736 or [email protected] 443-285-6000



A “Manager on Duty” is available 24 hours a day every day of the year. Please utilize the MOD for after-hours escalation needs.

Customer Relations & Sales Inquiries
(Monday – Friday 8am-5pm)

MICROS Corporate Headquarters – Columbia, MD

For information on purchasing MICROS Help Desk or Maintenance services, please contact your Account/Sales Representative.

37

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

My Site Information
Please complete the form below, print, and then place in a conspicuous location. Providing this information when contacting MICROS Customer Support will help facilitate a quick and comprehensive resolution to your support requests.

Customer Site Name: MICROS Customer Site ID: Customer Site Main Phone: Primary Contact/Property Expert: MICROS Product/Version Installed:

MICROS Customer Support 800#

800-937-2211

38

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

For More Information
Other information about MICROS Customer Support is available on the MICROS Corporate web site at http://www.micros.com. Looking for PCI or Security related information? PCI Security Standards Council Important Security Information at micros.com MICROS Best Practices Implementation Guides MICROS Remote Access Policy and Guide Looking for Professional Services or Programming Assistance? MICROS Professional Services MICROS POS Programming Desk Other Information available: MICROS Maintenance Terms and Conditions POS Supplies and Equipment at POSDepot.com

39

Contents

Global Presence

Tools

US Help Desk HW & Warranty

Contact Us

© 2008 – 2013 MICROS Systems, Inc. 7031 Columbia Gateway Drive Columbia, MD 21046 443-285-6000 Rev. 2.28.13

Sponsor Documents

Recommended

No recommend documents

Or use your account on DocShare.tips

Hide

Forgot your password?

Or register your new account on DocShare.tips

Hide

Lost your password? Please enter your email address. You will receive a link to create a new password.

Back to log-in

Close